Creditor, lender or debt-collection entity

American Express

Independent information about American Express UK card payment difficulty, persistent debt support and complaints.

American Express publishes a dedicated Financial Difficulties Team for cardmembers who are struggling to keep up with payments. It also provides separate persistent-debt guidance where a customer has paid more in interest and charges than towards the balance over an extended period.

What role does American Express have?

Original creditor

The company contacting you is not necessarily the company that legally owns the debt. Check the original creditor, current owner and the role stated on your latest correspondence.

Legal identity and regulatory position

American Express Services Europe Limited is registered in England and Wales under company number 01833139. American Express states that the company is authorised and regulated by the Financial Conduct Authority under reference 661836.

American Express Services Europe Limited is authorised and regulated by the FCA under reference 661836.

Contacting American Express

Use the official American Express app, online account, number on the back of the card or current financial-hardship support route. Explain the circumstances before arrears become harder to manage.

If you want to complain

American Express publishes a formal UK complaint process and provides Financial Ombudsman Service information where a complaint is eligible for referral. Timelines can depend on the product and complaint type.

What to check before paying or agreeing a plan

  • Confirm the account reference and original creditor match your records.
  • Check whether the company says it owns the debt or is collecting for another organisation.
  • If you do not recognise the debt, ask for clarification before making a payment or admitting liability.
  • Keep copies of letters, emails, payment offers and complaint correspondence.
  • Do not agree to a repayment amount that is not affordable alongside priority household bills.

Related guidance

Important: YourFinances.co.uk is not affiliated with American Express. This page provides general information and does not confirm that any debt is valid, enforceable or owed by a particular person.